VP, Customer Experience

Overview

Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants, and diagnostic equipment, to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.

This position is hybrid in our Somerset, NJ office with expectations to be in the office Tuesday-Thursday.

The Vice President, Customer Experience is to provide strategic and operational leadership for the U.S. Customer Experience function, owning the vision, operating model, and transformation roadmap that deliver a best-in-class experience for audiologist/dispenser customers and end consumers. They partner closely with the global Customer Service Excellence function to define the optimal blend of AI, digital self-service, and live-specialist service — evolving Demant’s U.S. CX capability from operational strength to a source of commercial differentiation, customer loyalty, and sustained revenue growth.

They own end-to-end customer journey strategy, U.S. contact center operations across three sites, experience measurement, and the workforce and technology plan required to scale both service quality and efficiency. They lead a team of approximately 110 FTEs across multiple contact centers, with accountability for a multi-million dollar budget and direct impact on annual U.S. revenue. The VP will play a critical role in accelerating Oticon’s transformation from a service-led organization to a digitally enabled, experience-driven growth engine.

• Define, plan, and execute organizational goals and objectives for the Customer Experience function, including a clear three‑year vision
• Serve as a member of the U.S. Commercial leadership team, contributing to enterprise strategy beyond Customer Experience
• Champion a customer‑centric culture across the U.S. organization
• Influence Commercial, Product, and Operations leaders to embed CX metrics into core business decision‑making
• Present CX performance, risk, and transformation progress to executive leadership and global stakeholders

• Own the end‑to‑end customer journey across pre‑sale, onboarding, fitting support, warranty, repair, and end‑consumer touchpoints
• Partner with Commercial, Marketing, Product, Operations, and Production teams to identify friction, redesign processes, and resolve or expedite customer issues
• Map customer escalation points with defined resolution timelines and minimized wait times
• Drive best‑in‑class experience for audiologist / dispenser customers and end consumers

• Own the U.S. “human + AI” CX operating model, defining when automation versus live specialists are deployed across journeys and moments of truth
• Continuously rebalance automation and human interaction as capabilities mature, with accountability for deflection, containment, AHT reduction FCR, CSAT, and NPS
• Partner with the global Customer Service Excellence leader to co‑develop and localize the CX technology roadmap (AI agents, chatbots, voice AI, avatars, agent‑assist, knowledge automation)
• Serve as the U.S. voice in global CX technology investments, ensuring alignment with U.S. regulatory (HIPAA, state licensure), reimbursement, and customer‑journey requirements

• Establish CX scorecards to measure transaction‑ and journey‑level performance (onboarding, repair, warranty, etc.)
• Link CX performance to commercial outcomes including retention, reorder rate, lifetime value, and share of wallet
• Own the Net Promoter Score (NPS) program and ensure a consistent, objective approach to CX excellence
• Build a closed‑loop Voice of Customer program integrating NPS, CSAT, CES, speech/text analytics, and social and review signals
• Establish the CX data foundation (unified customer profile, interaction data, outcome data) to enable AI training, personalization, predictive service, and proactive outreach

• Build…